Tier 2 Helpdesk Lead

Yulista Solutions; Washington (District of Columbia); On-site; USD 110,000 - 160,000; Full time

Job summary

StraitSys Inc. seeks a Tier 2 Helpdesk Lead to support the DOJ EOUSA OCIO USAidam program in Washington, DC. The role leads the Tier 2 Helpdesk, handles complex IdAM issues, and collaborates with government PMs and contractor teams.

Responsibilities include supervising ticket lifecycle, trend analysis, and documentation efforts, with a focus on improving end-user support and service levels.

Qualifications

• Experience providing Tier 2 or higher IT support in an enterprise environment.
• Experience leading or coordinating senior-level support within a technical helpdesk/ service desk.
• Experience troubleshooting user accounts, authentication, access, or system-related issues.
• Experience managing escalated support requests that cannot be resolved by Tier 1.

Responsibilities

• Lead day-to-day operations of the USAidam Tier 2 Helpdesk.
• Act as primary escalation point for USAidam issues not resolved by Tier 1.
• Ensure tickets are reviewed, prioritized, assigned, tracked, escalated, and resolved per SLAs.
• Troubleshoot user access issues related to IdAM systems and services.
• Document resolutions and actions in government ticketing systems.
• Coordinate with DevOps and engineering for escalations as needed.
• Assist with generating user guides, FAQs, and training materials.

Skills

Tier 2 support

Lead coordination

SLA management

Ticketing systems

Authentication issues

Okta

SailPoint

Tools

Okta

SailPoint

ITSM systems

Job description

StraitSys Inc

Regular

PRIMARY FUNCTION

StraitSys is seeking a Tier 2 Helpdesk Lead to support the Department of Justice (DOJ), Executive Office for United States Attorneys (EOUSA), Office of the Chief Information Officer (OCIO), Cybersecurity Services (CSS) Identity and Access Management (USAidam) Program in Washington, DC. The Tier 2 Helpdesk Lead will provide leadership and technical support for the USAidam Helpdesk, serving as the primary escalation point for Identity and Access Management (IdAM) issues that cannot be resolved by Tier 1 support personnel. This individual will oversee the timely assignment, investigation, resolution, escalation, and documentation of support requests associated with USAidam systems and services. The Tier 2 Helpdesk Lead will work closely with users, Government Program and Project Managers, Contractor technical teams, and USAidam engineers to resolve technical issues, identify recurring problems, maintain service levels, and support continuous improvement of helpdesk operations. The position will also contribute to the development and maintenance of user documentation, job aids, Frequently Asked Questions (FAQs), and training materials. The PWS explicitly designates the Tier 2 Helpdesk Lead as Key Personnel.

ESSENTIAL FUNCTIONS

• Lead and oversee day-to-day operations of the USAidam Tier 2 Helpdesk.
• Serve as the primary escalation point for USAidam issues that cannot be resolved by Tier 1 support personnel, including TechOne and local District IT helpdesks.
• Ensure incoming helpdesk tickets are properly reviewed, prioritized, assigned, tracked, escalated, and resolved in accordance with applicable service-level requirements.
• Provide timely responses to users and ensure support activities comply with SLAs established by EOUSA OCIO EOPS within the Government-designated ticketing system.
• Troubleshoot and resolve technical and user-access issues associated with USAidam systems and services.
• Ensure troubleshooting activities, resolutions, corrective actions, and closure information are accurately and thoroughly documented within Government-designated ticketing systems.
• Identify emerging, recurring, or systemic issues and elevate trends to the Project Manager/Project Lead, Government PMs, and appropriate technical SMEs.
• Coordinate escalated technical issues with USAidam DevOps engineers and other technical resources when additional engineering support is required.
• Support troubleshooting of user access issues associated with Okta and SailPoint integrations , including authentication, account provisioning/deprovisioning, entitlement, and access-related issues.
• Provide elevated support for USAidam issues that cannot be resolved by the Government's Tier 1 helpdesk within established service levels.
• Support users experiencing authentication and login issues associated with USAidam applications and services.
• Work collaboratively with stakeholders and software vendors, as appropriate, to identify and resolve technical issues and software-related problems.
• Assist with identifying potential impacts associated with system outages, performance degradation, changes, releases, and other operational events.
• Assist the Contractor team with developing, maintaining, and updating job aids, Frequently Asked Questions (FAQs), user training materials, quick-start guides, and other support documentation .
• Support user communications and notifications regarding system changes, known issues, outages, maintenance activities, and other relevant USAidam events.
• Identify opportunities to improve support processes, documentation, issue resolution, and the overall end-user experience.
• Maintain awareness of USAidam system changes, releases, enhancements, and known issues to ensure the Helpdesk is prepared to effectively support users.
• Coordinate with Contractor leadership and Government stakeholders to provide visibility into helpdesk performance, recurring issues, escalations, and areas requiring corrective action.

REQUIRED QUALIFICATIONS

• Demonstrated experience providing Tier 2 or higher-level technical support in an enterprise IT environment.
• Demonstrated experience leading, coordinating, or providing senior-level support within a technical helpdesk/service desk environment.
• Experience troubleshooting user account, authentication, access, application, and/or system-related issues.
• Experience managing escalated technical support requests that cannot be resolved through Tier 1 support.
• Experience working within enterprise ticketing or IT service management systems to assign, track, document, **escalate**, and close support requests.
• Demonstrated ability to troubleshoot complex technical issues and coordinate with engineering or development teams when escalation is required.
• Experience working within established Service Level Agreements (SLAs) and managing support activities to meet required response and resolution expectations.
• Experience identifying recurring technical issues, trends, root causes, and potential